The Largely Untapped Power 
of the Conspiratorial Assist

Inaction is easier than action. So it is that when a customer has an out-of-the-ordinary need, the average minimum-wage employee (and, too often, the higher-paid-and-should-know-better employee) defaults to “I can’t” or “it’s policy.” After all, “let me see what I can do” requires thought, follow-up and other unsavory forms of effort.

I needn’t recount anecdotes. Myriad of your own have already leapt to mind. Even from here, I saw you nod.

Such a waste. Finding a way to accommodate the reasonable-but-outside-of-policy request is the stuff customer loyalty is made of. 

Here is how to turn the situation to your advantage. Train your people to say in a low, conspiratorial voice, “Policy shmolicy. I have the discretion to do this for you, and I’m going to use it.” You will have won a devotee for life.

—Steve Cuno